Viewing and Updating Incident Details
Updating Incidents - Various Actions
You can view, or modify the general details of an Incident, maintain user logs and Workgroup logs, establish Parent and Child Relationship, type in additional information as configured by the Administrator, add Partner information and Checklist, and see other related Incidents, or Change Records (CRs).
Note:
You can view/modify Incidents from other Workgroups if you are configured as a Power User.
To view or update Incident details:
View or update the Incidents assigned to your Workgroup (see: Viewing/ Updating My Workgroup Incidents) or assigned to you (see: Analyst Dashboard IM).
Select the Incident ID of the Incident that you want to view or update. The basic information about the Incident is displayed in the left column of the INCIDENT ID page ( For more information, see: Various Sections of the Page).
View the Incident details or make the changes, if required. For more information about the fields under the various tabs of the INCIDENT ID page, see Incident Page: Various Tabs and Field Description.
Click SUBMIT to save the changes.
Adding KRs Using Resolved Incidents
You can add the resolved Incidents to the Knowledge Base (KB). When the status of the Incident is changed to Resolved, under the GENERAL tab of the INCIDENT ID page, select the check box, Add to KB. The Incident details are copied to the Knowledge Base as a Knowledge Record (KR). On clicking SUBMIT, a new KNOWLEDGE RECORD page is opened. Validate the details and click SUBMIT. The KR needs to be authorized, approved, and published before it is available to the End Users and the other Analysts (as per specified user access). For more information about the Knowledge Management process, see Knowledge Management in Service Management.
Figure: INCIDENT DETAIL page: Adding Resolved Incidents to KB
Scheduling Incidents
You can schedule Incidents by specifying the Schedule Date under the GENERAL tab of the INCIDENT ID page. For more information about scheduling Incidents, see GENERAL tab in this same page.
The status of the Incident in green color indicates the current status of the Incident. To change the status of the Incident, click the appropriate status, and then click SUBMIT. For information about the various Incident status values, see Incident Status.
Cancelling Incidents
You can also cancel the Incident by clicking the CANCELLED status on the INCIDENT ID page. This option should be enabled by the Administrator to allow cancellation of Incidents (see: Configuring Incident Management Module). On canceling an Incident, all the Work Orders created for the Incident are also auto-canceled.
When you are working on an Incident, you can log the time spent in analyzing and resolving the Incident. You can log the time spent on the Incident, Manually or by using the Stopwatch option.
Manually: Click Update under the Efforts section. Fill in the number of Days, Hours, and Minutes spent on the Incident under the COMMUNICATION tab under the PRIVATE LOG section.
USING STOP WATCH: Click Start under the Efforts section while starting the task and then click Stop when you finish working on the Incident. The Effort is automatically calculated.
This section explains the various sections of the INCIDENT ID page.
Figure: INCIDENT DETAIL page
Section 1
On clicking the down-arrow next to the Incident ID, the following options are available:
Create Work Order, see Creating Work Orders
Create Service Request, see Logging Service Requests (SRs) for Users
Create Change Record, see Creating Change Records
Create Problem Records, see Creating Problem Records (PRs)
Section 2
Following are the icons and links in this section that you can use to perform specific actions:
Field | Description | ||||||||||||||
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icon | Click this icon to chat with the Caller. For more information, see Chatting with Analysts. | ||||||||||||||
icon | Click this icon to view the chat history details associated with the Incident. It displays the name of the user (User), the message (Message), and the date and time when the message was sent (Time Stamp).
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icon | Click this icon to display the CALLER DETAILS pop-up page. You can view general details and additional information about the Caller. Note: By clicking Caller Name also the users can view the CALLER DETAILS pop-up page. When you attempt to change the caller of the incident to another caller whose customer is not mapped to the already configured category in the Category field, then the Category field remains blank. The following example explains the same scenario. For Incident ID 739925, caller name is Fredrick Norton for the customer ACME France and Category is configured as Server. Here, the Category Server is mapped to the Customer ACME France. Case 1 Now, you attempt to change the caller name to Ryan for the customer ACME Italy. Here, the Category Server is not mapped to the Customer ACME Italy. So, the Category field will remain blank for the caller Ryan. Case 2 Now, you attempt to change the caller name to Ryan for the customer ACME Italy. Here, the Category Server is mapped to the Customer ACME Italy. So, the Category field will be displayed as Server. | ||||||||||||||
icon | Click this icon to display the Address Book from where you can select the e-mail ids of the users who should get e-mails related to the updates about the Incident.
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icon | Click this icon to select the notification method (example: E-mail, Phone, Chat, SMS) by which the selected set of users are notified about any updates about the Incident.
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icon | Click this icon to view the Caller's asset and link the Incident to an Incident, Change Record, Service Request, Problem Record, Work Order, and so on.
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icon | Click this icon to view the Category-wise distribution of the Incidents logged by the user.
Field DescriptionThe following table describes the fields on the USER INCIDENT HISTORY pop-up page:
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icon | Click this icon to request a Remote Desktop Sharing session. For more information about REMOTE DESKTOP SHARING page, see Remote Desktop Sharing. | ||||||||||||||
icon | Click this icon to change the Caller of the Incident. Select the Change Caller option and type in the user name in the Change Caller text box. You can also select a user by clicking the Search icon and typing in the user's name in the Search User pop-up.
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Logged By User Name | Click the Logged By User Name link to display the USER DETAILS pop-up page. On the USER DETAILS pop-up page, you can view general details and additional information about the User.
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Attachments | Click the Upload icon, choose the file you want to attach and click Open. Click Submit. Note:
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Section 3
See: Measuring Effort
Section 4
This section displays the possible status values of an Incident. The current status of the Incident is indicated with a green highlight color. You can also change the status of the Incident, see Changing Incident Status.
If the incident status is Pending Approval, there will be one more workflow section on Incident ID details page. A sample screenshot is shown below:
Figure: Incident Detail Page (Workflow Section)
This section displays the approval workflow of the incidents for which the status is Pending Approval. The workflow displays the total number of approval levels along with the status of the approval level. Available statues are as follows:
Section 5
These are the various tabs available on the INCIDENT ID page.
Note:
The asterisk mark on the tab indicates that there are some mandatory fields, which must be filled in.
The orange color dot on the tab indicates that relevant information is available under the tab.
The numbers on the RELATIONSHIP tab indicates the number of records (Incidents, Service Requests, Change Records, and so on) to which the Incident is related.
The tab for which information is currently displayed on the INCIDENT ID page appears with a grey color background.
For more information about the fields under these tabs, see Incident Page: Various Tabs and Field Description.
Section 6
This section displays the various actions that you can perform on the INCIDENT ID page, see ACTIONS.
This section describes the fields on the INCIDENT ID page.
You can provide general information about the Incident, such as assigned Workgroups, assigned Analyst , Response Time, ETR (Expected Resolution Time), Solution, and so on under the GENERAL tab.
Figure: GENERAL tab
The following table describes the fields under the GENERAL tab:
Field | Description |
|---|---|
CLASSIFICATION | |
Urgency | Search and select the Urgency level from the list to indicate the Urgency of the Incident. |
Priority | Search and select the Priority from the list to indicate the Priority for the Incident. This drop-down list may be read-only based on the matrix configuration. However, if the Administrator has selected the check box, Allow Workgroup Owner to Edit Priority, you can still edit the Priority of the Incident if you are the Workgroup Owner of the Workgroup to which the Incident belongs to (see: Configuring Incident Management Module). |
Impact | Search and select the Impact from the list to indicate the Impact of the Incident. |
Classification | Lists the various Classifications under which the Incident can be considered for resolution. To select the Classification, click the Search icon. The Classification list page is displayed. You can use the Expand icon to view the sub?classifications in the Classification tree. Select a Classification that you want to associate with the Incident. Click to clear the field. |
Category | Lists the various Categories under which the Incident can be considered for resolution. To select the Category, click the Search icon. The Category list page is displayed. You can use the Expand icon to view the sub?categories in the Categories tree. Select a Category that you want to associate with the Incident. Click to clear the field. |
Major Incident | Select the box to mark the Incident as Major Incident. |
Tag | Tags are the labels that you can create and/or link with the records. This enables the Analyst to categorize the records based on the tags which in turn allows him to manage all the transactional activities in quick and organized manner. Search and Select the Tag to which you want to associate the Incident. The Tags are displayed under the following categories:
Note
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ASSIGNMENTS | |
Workgroup | Select the Workgroup to which you want to associate the Incident. |
Sub Workgroup | Select the Sub Workgroup to which you want to associate the Incident. If a Sub Workgroup is selected, the Analysts belonging to the selected Sub Workgroup receive the notification e-mails.
Note: To receive the notification e-mails, the Administrators need to add the following key in the SummitAI DB: |
Schedule Date | Click the Calendar icon to select the scheduled date and time for the Incident (scheduling Incident). |
Assigned To | Select the Analyst to whom you want to assign the Incident. Click the Analyst icon to view the workload of the Analyst. It displays the number of Incidents and Work Orders assigned to the selected Analyst along with their status in the Analyst Workload pop-up. Following statuses are available in the Availability Status drop-down field on the MY PROFILE page.
For more information, see Viewing and Updating Your Profile Details topic in SummitAI Platform. OnlineBy default, after a successful login into the Application, the Availability Status is auto-set to Online and a green dot is displayed on the Profile icon. A different status is displayed when the Analyst modifies it to another status. Note: The Availability Status of an Analyst is Online when the Analyst is logged into the Application using the SummitAI Mobile App. AwayThe Away status is displayed on the Profile icon in the following scenarios:
OfflineThe Offline status is displayed on the Profile icon in the following scenarios:
Historic Data button is available on the Analyst Workload pop-up window. By clicking upon this button a ANALYST STATUS REPORT pop-up is displayed as follows.  Figure: ANALYST STATUS REPORT pop-up Following details are displayed on the ANALYST STATUS REPORT pop-up:
The time is displayed in HH:MM format. You can see the list of analysts who belong to a specific workgroup and their availability status in real time along with their ticket assignment and workload. The analysts who belong to a selected workgroup are displayed on the ANALYST STATUS REPORT pop-up. Note: The Historic Data button on the Analyst Workload pop-up is available only for Workgroup owners. Analysts from other workgroup cannot view it. Historic Data button is available only if the particular ticket is unassigned and its status is New or Assigned. Example, if the ticket is in In-Progress status then the Historic Data button is not displayed when you click on the Assigned To field. |
Service Window | Specify the Service Window details. |
Response SLA | Displays the Response SLA date and time. Within the displayed time the Incident should be responded.
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Resolution SLA | Displays the Resolution SLA date and time. Within the displayed Resolution Time the Incident should be Resolved.
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Violation | Displays the SLA status for both response and resolution time as violated or not, Yes or No. If the Violation is Yes, you need to provide a reason. See Screen Shot.
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EXPECTED TIME TO RESOLVE (ETR) | |
ETR | Click the Calendar icon to select the expected time to resolve the Incident. If your are updating the ETR, you need to provide a reason.
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Remarks | Specify the Remarks. |